Lead Customer Experience Specialist(m/f/d)

We have an opportunity for a Dispatch Specialist II to join us at Honeywell Technologies in Bucharest, RO. In this position you will be handle L1 internal and external customer related issues and concerns using published documentation and knowledge base. Works with L2 tech support or Field Technician to gather further detail, research issues, seek resolutions and deliver a solution to the customer. This is a hybrid role, 3 + 2 days model.

Honeywell Technologies

We have been innovating for more than 100 years and now we’re creating what’s next. Our programs serve a global community and our hometowns too. We provide resources and financial support to causes around the world and encourage employee volunteerism. We are committed to the highest standard in everything we do!

Key Responsibilities:

• Call taking (external & internal customers)
• Email handling (external & internal customer)
• Case – Work Order – Service Appointment creation in Salesforce, depending on the issues specificity, after checking contract details and entitlements
• Service Appointment dispatch & re-scheduling for Field Service Professionals
• Field Service Professionals schedule monitoring (acceptance expiration, overlaps, rejected Service Appointments)
• Standard Operating Procedure creation & update
• Customer Portal Cases monitoring
• Monitoring of Field Service Professionals generated cases
• Work Order management
• Supports all local or global initiatives, making sure proper actions are taken as instructed
• Runs reports for customers and local administrative teams and takes needed actions

Key Experience & Capabilities:

• Minimum college graduate. Bachelor’s degree preferred
• Minimum 1-year experience in Customer Support
• English – advanced level
• Another language (or several others) depending on the countries they interact with

Preferred:

• Salesforce knowledge is nice to have but not mandatory
• Detailed oriented, very good communication skills, good organizer, teamwork, multitasking, good reporting skills, customer oriented

Our offer:

• Market-specific training and ongoing personal development
• Professional development plans – you will become experienced in using outstanding technology
• Extra-week of holiday, semi-flexible working hours
• Contributory pension scheme matched by employer up to specific amount
• Business travel accident insurance
• Online flexible benefit program for a broad scope of benefits in the areas of sports, culture, education, health, travel and other
• Global partnerships and discounts - access to broad scope services including purchase and servicing of cars, employee phone tariffs, bank accounts, medical footwear, hairdresser, or restaurants

Equal opportunity statement

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Join us now and be part of a global team of thinkers, innovators, dreamers, and doers who make the things that make the future!

#TheFutureIsWhatWeMakeIt

#futureshaper